Workplace Engineering Track Associate

Workplace Engineering Track Associate

Hexaware
4-7 years
Not Specified

Job Description


Job Description
Job Description:
Graduate with Minimum 3+ years of experience in service Desk
ü Excellent communication and conversation skills in English with a Versant Score of 70
ü Good Knowledge of Incident, Change and Problem Management
ü Manage Service Desk activities, including:
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested
ü Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
ü Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
ü Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism
ü Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
ü Attend voice calls
ü Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
ü Use Remote Desktop to assist the end users as required.
ü Good Knowledge on O365 products.
ü Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
ü Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
ü Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
ü Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
ü Proactive problem management is an added advantage.
ü Good Knowledge and proven skills in Vendor Management

Job Details

Employment Types:

Industry:

Function:

IT

Skills:

Airwatch:MDM Deskside Altiris Endpoint Mgmt-Deskside Asset Mgmt Services(Hardware) Asset Mgmt Services(Software) Batch Monitoring and Schedlng BBCA(BMC CM /Marimba)-Deskside Blackberry Enterprise Services Bomgar - Deskside BYOD:MDM Deskside Citrix Server Citrix Server_WP Citrix Xen Deskside Citrix XenApp Deskside Domino:Msg and Collab Endpoint Protection - Deskside Enterprise Vault Msg/Collab EUC Architect EUC Product Manager Exchange In-Premise Global Account Mgmt Go to Assist (Citrix)-Deskside Google Apps Administrator HW Mnanagemt Endpt -Deskside Image (Build/Upgrade)-Deskside Image Supp/Deployment Deskside Install Shield:AppPkg-Deskside LCS/OCS/Lync:Msg and Collab Linux - Deskside Macintosh - Deskside Managed Print Service-Deskside MobileIron:MDM Deskside Networks - Deskside Notes:Msg and Collab O365 Admin Other Deploymnt tools-Deskside Other Devices - Deskside Others Tools/Apps:MDM Deskside Patch Mgmt (WSUS/GPO)-Deskside Portugese - Brazilian SD Portugese - Portugal SD ROBO Deskside SCCM/SMS End pt Mgmt-Desksid Servers - Deskside Service Desk Cantenese Service Desk Czech Service Desk Danish Service Desk Dutch Service Desk English Service Desk Finnish Service Desk French Service Desk German Service Desk Hindi Service Desk Hungarian Service Desk Italian Service Desk Japanese Service Desk Korean Service Desk Lead Service Desk Malay Service Desk Manager_WP Service Desk Mandarin Service Desk Microsoft App-V Service Desk Microsoft RDS Service Desk Norwegian Service Desk Polish Service Desk Romanian Service Desk Russian Service Desk Scandinavian Service Desk Swedish Service Desk VMware Horizon Service_Delivery:Ops Mgr_WP Service_Delivery:Shift Lead_WP Service_Delivery:Tower Lead_WP Service_Delivery:Track Lead_WP Sharepoint Cloud Sharepoint: In Premise Unified Comm:Msg and Collab Unified Communication Arch VMware :Virtualization Voice and Accent Coach Windows PC - Deskside Wise Packaged Studio- Deskside

About Hexaware

Job Source : careers.hexaware.com

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